Senior Technical Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Facilitate the adoption and realization of value by aligning Zscaler solutions with customer business objectives

• Monitor adoption milestones and assess health metrics

• Manage customer relationships through regular Quarterly Business Reviews (QBRs) and Executive Business Reviews (EBRs) with both technical stakeholders and executive sponsors

• Detect early warning signals and create mitigation strategies to safeguard retention and renewal outcomes

• Provide support for highly regulated FedRAMP moderate and high customers (IL2-4 and IL5)

• Educate and enable customers on feature adoption, best-practice implementations, and new functionalities

• Contribute to both internal and customer-facing knowledge repositories

• Assist accounts throughout the United States and collaborate with the US Public Sector team

⛳️ Requirements

• U.S. citizenship is mandatory

• Capability to obtain and maintain a DoD/DoW security clearance (SECRET or TS)

• Over 5 years of experience in customer-facing technical roles that blend hands-on technical skills with account management responsibilities

• Familiarity with FedRAMP and the security and compliance standards applicable to US Federal Government customers

• Strong understanding of HTTP, HTTPS, and DNS

• Practical troubleshooting experience using Ping, Traceroute, MTR, and Wireshark

• Experience working within Linux, Unix, or Windows environments

• Knowledge of SASE, SSE, ZTNA, ZIA, and ZPA

• Understanding of enterprise infrastructure and authentication protocols such as SAML, LDAP, and OAuth

• Previous experience providing technical support to US Federal Government customers is preferred

• Industry certifications like CCNA, CompTIA Security+, CompTIA Network+, CISSP, CCSP, CPHIMS, or CHIME are preferred

🏝️ Benefits

• A variety of health plans

• Time off options for vacation and sick leave

• Parental leave opportunities

• Retirement plan options

• Education reimbursement

• In-office perks

• Hybrid working model and associated benefits